MARCH 14-16, 2017 | 12 p.m. - 3 p.m. EST

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CCW Online Part 1: Customer Experience Game Changers | March 14-16, 2017

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Welcome Letter

CCW Online: Customer Experience Game Changers  - A free online event for those who prefer results to rhetoric.

Granted, we know you’ve heard “walk the talk” or “turn idea into action” before.  We’re not going to bore you with empty rhetoric and then leave you to do the heavy-lifting.  Instead, we’re going to provide you with truly gamechanging solutions that can actually answer these burning questions.  Tips for not only getting the job done, but doing so quickly.  And achieving real results – results that matter to the C-suite – while doing so.

At CCW Online: Customer Experience Game Changers (March 14-16, 2017), a faculty of actual customer experience executives, authoritative industry analysts and cutting-edge solution providers will provide - you guessed it - game changing strategies, solutions and roadmaps for elevating the customer experience.

They'll discuss the following topics:

  • Changing The Game: 3 Ways To Improve Your CX Right Now
  • Creating Customer Relationships That Matter – And Last
  • The Efficient & Effective Experience
  • Building The Customer Experience Department Of The Future
  • Managing The Customer Experience Department Of The Future
  • Revealing The ROI Of Customer Centricity
  • Empowering An Unforgettable Customer Experience
  • Turning Customer-Centric Buzzwords Into Customer Experience Realities
  • Elevating The Customer Experience Conversation
  • Humanizing The Self-Service Experience
  • Game Changing Customer Experience Metrics
  • 3 Rules Of Culture: Customer-Centric, Agent-Centric, Performance-Centric
  • Action Plan: Reducing Customer Effort
  • Action Plan: Becoming Flawlessly Seamless

CCW Online is an online preview to CCW Digital's premier event, the 18th Annual CCW, taking place June 26-30 at The Mirage in Las Vegas, NV. Here are some of the highlights from the 2016 event:

Learn more at www.CallCenterWeek.com 

This FREE event is Part 1 of the CCW Online Series. Register for CCW Online Part 2: Performance & Agents, a virtual summit taking place May 9-11.


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Agenda

Available Now

Changing The Game: Starting Your Customer Experience Transformation

Kim Dans

We urge businesses to recognize the customer experience as a perpetual journey rather than as a set of disparate interactions. That same “journey” approach also applies to customer experience strategy.  Organizations can certainly make major improvements in the short-term, but the goal of constantly elevating the experience must be an ongoing focus.  In our opening session, Weight Watchers International’s Kim Dans will discuss a framework for achieving this lasting form of customer experience transformation. She’ll definitely share some “quick fixes,” but her focus will be on fostering the kind of environment that can consistently form better, more meaningful connections with customers.  The kind of environment that will be able to wow customers no matter how their demands evolve over time.


Panelists:

Kim Dans, Vice President, US Operations & Member Experience, Weight Watchers International


Available Now

Treat Your Customers Like Family

Troy Shaffer

“Treat your customers like family.”  It is a statement with two meanings.

First and foremost, it means recognizing the stakes of the customer experience and acting accordingly.  In order to best provide service to customers, clients or patients, the organization and its agents need to be personally invested in the quality of the experience.  They need to share in the customer’s frustration when things go wrong and delight when things go right.

It also means connecting with customers on a personal level.  No, you may not literally know your customers as well as your brother or sister, but you absolutely need to know them as individual people rather than numbers.  The service you provide – from the platforms in which you communicate with customers to the demeanor and style you have in those conversations – should be tailored to these individuals.

In this session, Troy Shaffer of SCAN Health Plan will reveal how to empower employees to deliver a personalized, empathetic and memorable customer experience.


Panelists:

Troy Shaffer, VP Contact Center Operations, SCAN Health Plan


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The Efficient vs. The Effective Experience

Brian LaRoche

We know we can’t “skimp” on the customer experience – it is far too valuable.  But we can’t ignore the importance of efficiency; both for the business and for the customer.  How do we juggle this balance?  What are some strategic best practices for being customer-centric and business-centric?  Which technologies are helping?


Panelists:

Brian LaRoche, Product Marketing Manager, CallMiner


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A Game-Changing Approach To Customer Experience Performance

Hilary Hahn

It should be obvious.  In today’s age of customer centricity, the voice of the customer should be used to inform customer experience strategy and agent training.  It should be used to measure performance.

Unfortunately, the norm is to make such decisions and evaluations without input from the customer.  That has to change.  And this session will help ensure it does change.

During this special Q&A, Hilary Hahn will reveal how to use customer insights to elevate agent performance.  You’ll learn how to identify what customers want, how best to communicate that to your employees, and how to ensure employee objectives and customer demands are optimally aligned.


Panelists:

Hilary Hahn, Vice President, Employee Experience, Creative Strategies & ClientCARE, Frontier Communications


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Building - And Managing - The Unified Customer Experience

Michele Dobnikar

Thought leaders disagree about many elements of customer management strategy, but they are unanimous in their support for unifying the customer experience across different issue types, contact channels and business departments.

Achieving this integration requires an optimal blend of technology and strategy.  Organizations will need systems that can “talk to each other” and management that ensures those systems (and employees) are saying the right things when they do.  Key goals include empowering agents to handle new interaction types across new channels, ensuring consistency of service across all touch points and developing a singular culture even if employees are not all under one roof.

Featuring Michele Dobnikar of PGI, this session will explore how to build – and manage – this integrated customer experience.


Panelists:

Michele Dobnikar, Executive Vice President, Customer Care, PGI


Available Now

Empowering - And Wowing - Your Customers

Kristy Myrick

Empowerment:  it’s the defining trait of a great customer experience.  Problematic brands impose limitations on their customers, while customer-centric brands empower them to achieve what they want where, how and when they want it.  In this session, Hilton Worldwide’s Kristy Myrick will reveal how she and her organization work to create effortless, enjoyable and ultimately memorable experiences for their guests.  She’ll also discuss some new initiatives her company is undertaking to further empower customers – and further drive satisfaction!


Panelists:

Kristy Myrick, Senior Director, Guest Assistance & Customer Care, Hilton Worldwide


Available Now

Roundtable: Turning Customer-Centric Buzzwords Into Customer Experience Realities

Brad Snedeker
Ryan Kurek

Effortless.  Personalization.  Omnichannel.  “Human.”  Seamless.  You’ve heard all these buzzwords, but what do they look like in practice?  What technologies enable you to actually deliver on these emerging customer experience expectations?


Panelists:

Brad Snedeker, Director of Innovation, Calabrio


Ryan Kurek, Director - Global Marketing | Customer eXperience Analytics, NICE


Available Now

Emotional Connection: A True Customer Experience Game Changer

Christopher Singer

When they hear the term “customer experience game changer,” many think of innovative new technologies.  They are right to do so – there are a lot of great solutions being developed.  They should not, however, overlook one of the most fundamental ways to elevate your customer experience:  making an emotional connection.  Engaging with your customers as people is one of the most surefire ways to increase market share and loyalty, and this session will reveal how you can do so.  Leading the discussion will be Christopher Singer, an executive whose present and past roles focused heavily on the notion of connecting with customers.


Panelists:

Christopher Singer, VP Patient Experience, OptumCare


Available Now

Chat Bots: Unlocking the Opportunity

Scott Darrohn

You’ve surely heard buzz over chat bots, but should you really care?  The answer is a resounding yes, and our speaker will reveal how chat bots can transform your customer experience.  He’ll also detail strategies for implementing – and optimizing – chat bots in your own organization.  Whether you’re newly considering the technology or looking to make a few tweaks to an existing setup, this session is your blueprint for leveraging a truly game-changing solution.


Panelists:

Scott Darrohn, Founder, Big Tuna/COO, Fishbat


Available Now

3 Rules of Culture: Customer-Centric, Agent-Centric, Performance-Centric

Nate Brown

“Culture” is a preferred topic for customer experience leaders, and with good reason.  Who doesn’t want to create a more satisfying, more engaged workplace, especially given the “happy agents = happy customers” adage?!  Culture, however, is about more than happiness and warmth.  It is about building a customer experience function capable of meaningfully connecting with your audience.  It is about creating an environment tailored to your specific agents (and their specific needs).  It is about empowering your customer experience team to perform optimally.  This session will help you establish a customer experience culture that meets these important criteria.  It will place a particular spotlight on gamification:  this is the Customer Experience Game Changers summit, after all!


Panelists:

Nate Brown, Director of Customer Experience, UL EHS Sustainability


Available Now

The Future of Virtual Agents ... Today

Chris du Toit

Virtual Agents have opened the world to conversational commerce. Now, more than ever, it’s critical to enable virtual agent technology for customer interactions on both the voice and digital channels. Join this session to learn more about the future of virtual agents and see a demonstration presenting the future, today


Panelists:

Chris du Toit, Chief Marketing Officer, Jacada



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Sponsorship Opportunities

Sponsorship opportunities exist for both full hour live webinar presentations as well as roundtable participation in the Customer Experience Session.  Contact Olivia Wilson for more details:

Charmaine L. Shelton
Online Sponsorship Manager
Charmaine.Shelton@iqpc.com 
(646) 378-6030


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Sponsors



Meet Your Speakers

Kim Dans

Kim Dans


Weight Watchers International
Troy Shaffer

Troy Shaffer


SCAN Health Plan
Brian LaRoche

Brian LaRoche


CallMiner
Hilary Hahn

Hilary Hahn


Frontier Communications
Kristy Myrick

Kristy Myrick


Hilton Worldwide
Christopher Singer

Christopher Singer


OptumCare
Scott Darrohn

Scott Darrohn


Fishbat
Chris du Toit

Chris du Toit


Jacada

Sponsors